Customer Success Manager

Summary

Join Rad AI's growing team as a Customer Success Manager and deliver exceptional service to our expanding customer base of radiology groups and hospital systems. This high-visibility role involves driving customer adoption, retention, and expansion within the high-growth healthcare AI and SaaS industry. You will build strong customer relationships, ensure successful onboarding and implementation, proactively address customer needs, and foster cross-functional collaboration. The ideal candidate possesses a proven track record in customer success within healthcare AI and SaaS companies. This position offers the opportunity to make a significant impact on the future of healthcare by working with cutting-edge generative AI technology.

Requirements

• At least 3+ years of relevant customer success, project management, professional services, or similar client facing experience, preferably within a healthcare environment
• Excellent people/relationship management, coaching, and communication skills with the ability to influence others
• Bachelor’s degree or above
• Strong project management and organizational skills to prioritize competing priorities, deliver outcomes on a timeline, and build out documentation
• Practical working knowledge of SaaS solutions, implementations, and technical concepts
• Eagerness to continuously learn, adapt, improve, and help others do so in a fast paced, ever changing environment
• Ability to build and maintain relationships with all functions and areas of the company to share in challenges and successes, and work collaboratively towards common goals
• Availability to work Eastern or Central time zone business hours

Responsibilities

• Serve as a trusted advisor to Rad AI’s customers through the entire post-sale lifecycle including onboarding, product adoption, and renewal
• Develop and maintain customer relationships across our radiology partners. Proactively manage the customer relationships through regularly scheduled check-in meetings to determine product usage and customer feedback
• Become the trusted partner for the customer on use-case and product functionality. Represent the voice of the customer to our Product and Machine Learning teams
• Ensure a smooth onboarding experience for new radiology partners by engaging and educating IT, executive leadership, and radiologists
• Help customers maximize the value of their Rad AI subscription by guiding them to adoption and expansion strategies tailored to their practice
• Monitor customer accounts to ensure fast response to customer queries and identify opportunities for continuous improvement
• Drive retention and growth among our customers by understanding their business needs and demonstrating Rad AI products’ value
• Take an active role in building out a world class customer success organization that aims to exceed customer expectations with attentive, responsive, and knowledgeable service

Preferred Qualifications

• Experience in a high-growth startup environment
• Demonstrated record of identifying expansion and cross-sell opportunities
• Knowledge of the healthcare industry and AI technology
• Prior professional consulting or healthcare software implementation experience

Benefits

• Comprehensive Medical, Dental, Vision & Life insurance
• HSA (with employer match), FSA, & DCFSA
• 401(k)
• 11 Paid Company Holidays
• Location Flexibility (Remote-first company!)
• Flexible PTO policy
• Annual company-wide offsite
• Periodic team offsites
• Annual equipment stipend